Protection Program
Chargebacks
Bank disputes are not the same as a claim
The short version
A chargeback is a payment dispute you raise with your card issuer or bank. A protection claim is our internal process. They run on different timelines and different rules, and we never try to stop you from exercising your payment rights.
What we do
- Encourage you to try our resolution process first when that is the faster path.
- Preserve transaction evidence for payment disputes.
- Respond to chargebacks within the payment network's deadlines.
- Hold related seller proceeds or balances where permitted.
- Attempt reversals or negative-balance recovery where our agreements allow.
- Track reason codes and identify repeated or abusive claims.
- Keep chargeback outcomes separate from account-policy decisions.
Seller protection during a chargeback
To be eligible, the payment must have gone through , the item must have shipped to the address we supplied with valid tracking and any required signature confirmation, the description must have been accurate, required authentication must have been completed, and you must cooperate on time with no material policy violation. We may protect a qualifying seller even when we lose the chargeback, subject to published limits, exclusions, and program funding.
This page is a plain-language summary. The complete published Protection Program terms control, and nothing here is insurance, legal, or tax advice.